Internet Connection Help

Topics

DSL Connections

The ADSL (Asymmetric digital subscriber line)
service we offer works through phones lines. It requires the transmission
of a username and password, either through the modem, the router, or
less commonly, through the computer itself. This connection is known
as a PPPoE (point-to-point protocol over Ethernet).

The first requirement of logging into your account is having a modem
that is "in sync". This means that your modem is connected
to the phone line and detects a ADSL signal on it. A light on your
modem will flash as it tries to synchronize with the DSL signal. Once
this lit remains solid, your modem has sync. This light will be labeled
differently depending on your modem type; some examples are DSL, ADSL,
WAN, or Internet.

Once your modem has sync, if set up in bridge mode, you'll need either
a router or computer- to provide the login credentials to establish
a connection. Because of the variety of routers from the variety of
manufacturers available, Vaxxine can only offer limited phone or email
support on setting up/configuring a router. If you need a router set
up for you, please bring the router and modem, with their power cables,
into the office. Once a router is set up properly, assuming all hardware
is connected properly and functioning, you should be online constantly.

If your modem is set up for bridge mode and you would like to
connect without your router, you can set up a broadband connection.
This is an excellent troubleshooting step. Setting up a connection
through either a Windows or Apple computer will depend on the
operating system. In either case, you are looking for the network
connections. This is most commonly found in the "Network
and Sharing Centre" through the Control Panel in Windows.
On a Mac, you are looking for the "Network" option
in System Preferences. In either, you are looking to create a
new connection. Select either "Broadband" or "PPPoE" and
enter the username and password.

If your modem is configured with the user name and password, it is
set to log in automatically; so once the modem establishes sync, you'll
be connected. Your router will need to be configured for DHCP or Dynamic
IP Address if this is the case.

Note that all programmable modems and routers have a reset button
recessed in the back or bottom of the unit. The reset button can only
be reached by using a thin object. Please do not press this button
unless under the direction of Technical Support! Doing so resets the
modem to factory defaults, losing all login configurations. The modem/router
may need to be brought back in for reprogramming if this is done.

Information you need to setup up a PPPoE connection:

Username:dr*vx@vaxxine.com or db*vx@ontario.net for business accounts.
You can find this information on your welcome letter, my.vaxxine.com, or from our office.

Password: As above, you can find this information on your welcome
letter, my.vaxxine.com, or from our office.

VPI/VCI: This information is only required for setting up modems. It is always 0/35.

If you are having problems with your connection, the first step of
troubleshooting is to perform a full power-cycle; to do this, power
off the modem and router either with their power buttons, or by removing
their power cords. Leave them off for 15 minutes. Power on the modem
first and confirm it is capable of getting sync. Then power on the
router. If this does not resolve the issue, or the issue reoccurs
shortly thereafter, please contact technical support.

Cable Connections

Cable connection troubleshooting is fairly
straight forward. Manuals are available for download for both the
Thomson DCM476, and
RCA DCM425 cable modems.

Power-cycling the modem will resolve most issues people are
having, however in some cases, a factory reset will be necessary.
To do so, a long thin object is inserted into the recessed reset
button and should be held in for 30 full seconds. Once this is
released, the modem can take up to 15 minutes to obtain full
connection again. In the case of the
DCM476, this looks like
a green power light, three blue middle lights, and either a green
or blue fifth light. After a factory reset, it is best to hook
the modem up directly to a computer to confirm the modem can
obtain an IP address and connection to the internet.

For routers to work with Cable modems, they need to be set up
in DHCP/Dynamic IP mode. As with DSL, we can provide limited
phone and email support for configuration of routers based on
variety.

DIALUP Connections

Dialup accounts require that you log into
our server with the correct username and password. A Dialup connection
uses your computer's modem to connect directly with the Vaxxine's dialup
server. Once connected, you can surf the Internet, send E-mail, etc.
although we heartily recommend a cable or DSL connection (if available)
for a more enjoyable internet experience. To configure your Dialup connection
you'll need to make sure you have your Vaxxine username and password
ready before proceeding. Your dialup connection only needs to be configured
once. After that, you can simply double-click on the the dial-up connection
you created to connect to the Internet.

With the large number of operating systems and versions today a single
how-to is unfortunately not feasible for a dialup connection. If you
need assistance on setting up your dialup connection please telephone
our support line at 905-685-1539 Option 3.